SPS ★ 3.7

Principle duties:

Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels

Responsibilities:
Project management

Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
Make sure new projects are implemented successfully, by:
Gain sufficient project requirements and transfer the knowledge to related people through training
Monitor project on a daily basis and make improvements/adjustments when needed
Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved
Coordinate with other relevant people/departments for project testing/UAT
Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
Support/supervise Service Assistant during project running

General management

Cooperate with Operations Management unit to have proper resource planning
Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency
Provide accurate and timely information for related departments when required
Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects

Others

Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
Escalate to higher management for anything which is beyond authority or poses risks to the projects

Education:

University degree or equivalent training, experience.
Good at German (B1 – C1) and English is a plus

Technical skills and experience:

Understanding of company business
Knowledge of IT is a plus
MS Office (Word, Excel, PowerPoint)
At least 2- 3 years of working experience as related position

Soft- skills:

Leadership and supervision skills.
Customer service industry experience: tourism, hotel reception staff, call center/helpdesk, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
Team working skill
Communication and interpersonal skills.
Negotiation skill
Planning and analytical skill
Problem solving
Presentation skill
Customer centric mindset

Attribute:

Hardworking
Innovation and creativity
Good team player
Strong multi- tasking abilities

SPS is a leading technology- driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting- edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges. Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world- class NPS by its global client base. We act with precision, connect people to the right information, and turn data into insights for better outcomes.
What are you waiting for? Join our international team today!
Great Benefits:
- Competitive and performance- oriented remuneration system
- On- going training and development plan
- Professional and challenging working environment.
- Promotion & bonus opportunities
- Private medical care for you and your family,
Advance your career:
- We provide you with support to sharpen your skills and knowledge for further steps in your career path
- Opportunities to learn and grow through different types of training: Talent Development program, Succession planning as well as promotions or transfers.
Break your limits:
The innovation is a key value of SPS Vietnam. Joining our team, you are encouraged to think out of the box, cross your boundaries and improve yourself in our continuous improvement process during daily business operation
Go Global:
Notes: “By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND- CP on personal data protection.”
The moment you join SPS Vietnam is the moment you take the chance to extend your horizon. You will work, cooperate and exchange your creative ideas with 7,500 employees of SPS. Our customers, which are 20% of Fortune 100, are located from around the world.

Cập nhật gần nhất lúc: 2024-12-05 01:40:03